The Sprucery Garden Center

Initial Business Response /* (1000, 6, 2015/09/14) */
Dear Mr. [redacted], I am sorry that you feel that you are unhappy with the communication with The Sprucery Garden Center; we value your business and try to take care of all our customers. After you sent the email I had [redacted] in The Sprucery office...

reach out to you by phone. When we received the photos of the two B&B Lilacs you were concerned on July 20th, 2015 neither one of the shrubs were dead, but instead had a few dead branches. Due to the lilacs not being dead we recommended to you (by phone and in person at The Sprucery) at that time that you cut off dead branches off and give the shrubs some time to recover. Almost all the lilacs this year look at little rough due to the late spring ice storms. To give the shrubs adequate time to establish and to respond to the pruning we will extend your warranty from August 2015 to May, 30th 2016. By leaving the two currently planted shrubs and giving them this time, this will allow the lilacs a better chance of long term health and survival. If in the spring of 2016 they are dead we can go ahead and replace them at that time. We haven't looked at the plants since the photos you emailed us in July, if the condition of these shrubs have worsen in the last 6 weeks please feel free to send us updated photos of them so we can reevaluate there condition as of today.
Initial Consumer Rebuttal /* (2000, 8, 2015/09/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
To be clear, we never received a phone call or response to our concerns until your response to the Revdex.com. We visited in person (no one there who could help, "send [redacted] an Email") and we never received a return Email or phone call despite several Emails to [redacted] and phone messages left. We spoke to [redacted] when we called and he happened to answer the phone.
All that said, we feel that it will now be necessary to wait until next spring to plant replacements as this has been going on for several months and it would be better to plant new plants in the spring.
It is our understanding that this situation will be revisited in May 2016 and if the bushes are still dead they will be replaced at no charge.

Dear [redacted], The Sprucery Garden Center was hired to do a project in your front yard for a total of $2,971 in 2014.  That project consisted of $850 for a 10' spruce tree, $350 for moss boulders, $400 for (25) perennials and $925 to remove the 1.5" river rock in your front yard, add fill...

dirt and cover it with landscape fabric and mulch.   The balance was for miscellaneous labor, delivery, equipment and sales tax.    When the project was completed you were happy and you paid in full. As you already know, all landscaping requires maintenance such as pulling weeds and taking care of plants.     The Sprucery purchases fill dirt, mulch, rock and all other landscape supplies from a local landscape supply yard.  Homeowners and other landscape companies buy the exact same product every day from the same landscape supply yard.     The Sprucery did exactly what we agreed to do in the contract, by providing you with fill dirt to elevate your landscape.  We purchased fill dirt from a reputable landscape supply yard.  We cannot control Mother Nature especially the spreading of seeds and weeds almost two years after we originally did this project.   As you already know your very small berm in your front yard is within 5 feet of native open space just to right.  Weeds will blow in from the open space adjacent to your property, as well as spread by birds and small animals.        Your yard looked great when we finished it in 2014 and still looks great today!  I stopped by your house and examined your property recently after we received this complaint.  I did not see any weeds.  In fact your yard looked very good and well kept.    I understand your frustration with pulling weeds.   I don't know anyone that actually enjoys pulling them.  You have an amazing home with an awesome view next to the open space that comes with a price unfortunately..... The wind and animals can easily transfer seeds into your landscaping. We wish you the best in your endeavors.     Regards The Sprucery Garden Center

Complaint: [redacted]
I am rejecting this response because: the excuse they provided did not meet sound and objective criteria.  Note that every house on this street is adjacent to open space, but we were the only ones to receive fill dirt from the Sprucery. Thanks for the compliment on the yard, but it has been a painstaking job to rid the yard of weeds that you brought.  We have also lost half of the perennials you brought to the bind weed you introduced into our yard.  I've heard other neighbors say that this organization does not honor their warranty.  Someone lost multiple trees and they told them to pound sand.  We'll just keep pulling weeds from the fill dirt and replacing perennials.  Thanks a lot for your response but it doesn't seem just to me. 
Sincerely,
[redacted]